e-CRM

CRM-Alok kumar rai-PHI

 e-CRM
• Application of technology to CRM to provide
a means to conduct interactive ,
personalized and relevant communication
with customers across electronic channels.
• It offers several functions in the areas of
Online brochure, interactive sale , email,
service request ,payment options , product
comparision , complaint handling etc
 e-CRM
 Features of e-CRM
• Driven by a data warehouse, maintained by
the organisations
• Featured to leverage with internet
technology
• Enables to accommodate a new market
dynamics that keeps the customer in control
• Structured to identify the profitable
customers and there by to invest resources
to maintain relationships with them
 e-CRM
Advantages of e-CRM
• Cost effective
The tools used for web designing are user
friendly to anyone for any kind of
transaction
• Adaptability to new technologies
• Availability
Accessible to customer on a 24/7 basis
• Increased customer interaction
 e-CRM
 Advantages of e-CRM
• Maneuverability
Flexible to change as per the time
requirement
Easy to modify the website to include
content, focus on target customers and to
manage data reservoir.
• Lesser response time
Tools like powerful search engines allow
rapid , intuitive navigation through the
information-rich web space
 e-CRM
 Advantages of e-CRM
• Reach & service personalisation
Information on websites can be
personalised to fit the specific needs of
particular customers.